Customer Support Agent

3 days ago

Melbourne, Australia Ailo Full time

One third of Australians live in a rental home and one-in-eight own one, but the experience is often, wellnot great. Renters have to shout to be heard. Property investors have little visibility or control over one of their most valuable assets. And property managers and business owners are shackled to antiquated technology. Nobody is happy. So, we’re rebuilding property management from the ground up with a platform that delivers a better experience for everyone.

As a
**Customer Support Agent **you will be responsible for end-to-end customer support (including onboarding, migration of customers as well as managing customer details through our various admin tools). Along with excellent customer support, you will improve case processes and documentation to constantly advance Ailo Service levels. You will work with multiple functions to resolve a broad range of support issues ranging from account setup, payment operations and other user related issues.

**Accountabilities**:

- Triage customer support enquiries and assist customers to resolve issues in real time.
- Identify and resolve complex problems at a high level.
- Escalate enquires to Engineering or Account Management as required.
- Provide support and troubleshoot any issues related to mobile apps and related data integrity.
- Interpret case issues and assess the risk of impact. Escalate appropriately to achieve the best outcome for the customer
- Develop and maintain an understanding of customer Service Level Agreements
- Assume end to end ownership for the coordination, investigation and documentation of customer cases and system incidents
- Monitor cases and issues to resolution and follow up where appropriate to ensure customer satisfaction
- Maintain high level of product knowledge and case handling skills
- Ensure appropriate level of documentation of all problems, incidents and requests
- Collation of consumer feedback and surfacing internally to contribute to process improvement and learning loops
- Good documentation skills with attention to detail and able to follow process
- Track, analyse, and ensure prompt resolution of client cases in the system and provide weekly/monthly and quarterly reports to management.

**Personal Attributes**:

- Outstanding customer service ethic and experience
- A desire to help our customers achieve the best outcomes with Ailo
- Ability to builds rapport quickly under difficult circumstances
- Strong problem-solving skills
- Can manage multiple and contending priorities
- Self motivated and driven
- Excellent time management skills

**Professional Attributes**:

- Excellent communicator with strong verbal and written skills
- Familiarity with Quality Systems and requirements for complaint handling, document control and quality control
- Any experience with Zendesk platform is a plus
- Previous programming or scripting experience is a plus
- Experience with payment processing and usage of different payment systems will be considered an advantage

**Please Note: We will not accept unsolicited CVs from recruitment agencies / 3rd parties and we will not be liable or responsible for any fees or costs associated with unsolicited CVs sent directly to line managers.

  • Customer Support Agent

    2 weeks ago

    Melbourne, Victoria, Australia Fastmail Full time $92,374 per year

    Fastmail is a small company making a big difference Fastmail has been the leading independent email service since 1999, headquartered in Melbourne, Australia, with a global customer base.Our mission is to make email better. We make email better for our customers by providing the premium email service that people are proud to pay for. And we make email better...

  • Customer Support Agent

    2 weeks ago

    Melbourne, Victoria, Australia Fastmail Full time $60,000 - $90,000 per year

    Fastmail is a small company making a big difference Fastmail has been the leading independent email service since 1999, headquartered in Melbourne, Australia, with a global customer base.Our mission is to make email better. We make email better for our customers by providing the premium email service that people are proud to pay for. And we make email better...

  • Customer Support Agent

    1 week ago

    Melbourne, Victoria, Australia Fastmail Full time $74,560 - $91,774 per year

    Fastmail is a small company making a big differenceFastmail has been the leading independent email service since 1999, headquartered in Melbourne, Australia, with a global customer base.Our mission is to make email better. We make email better for our customers by providing the premium email service that people are proud to pay for. And we make email better...

  • Customer Support Agent

    4 weeks ago

    Melbourne, Australia Campus Living Villages Pty Full time

    Overview Campus Living Villages (CLV) is the leading provider of on-campus student accommodation. With over 28,000 beds owned, managed or under development across Australia, the United States and United Kingdom, CLV has an extensive track record for creating quality, purpose-built facilities and managing exciting student communities around the globe. CLV is...

  • Customer Support Agent

    3 days ago

    Melbourne, Australia Fastmail Full time

    **Fastmail is a small company making a big difference***: We understand that these aims can only be achieved with a dedicated team passionate about serving our customers, improving our product, and driving the industry forward. We're looking for a **Customer Support Agent** to join the Fastmail team in our Melbourne office. This full-time role is 37.5 hours...

  • Customer Service Agent,customer Service Agent]

    2 weeks ago

    Melbourne, Australia Probe CX Full time

    At Probe CX, expect to think differently, challenge the norm and find your purpose. Join our team as a Customer Service Agent, where your empathy and communication skills will be highly valued. We are seeking individuals who can quickly build rapport, effectively address customer needs, and provide accurate, timely information. A key aspect of this role...

  • Customer Service Agent

    5 days ago

    Melbourne, Australia Probe CX Full time

    At Probe CX, expect to think differently, challenge the norm and find your purpose. Join our team as a Customer Service Agent, where your empathy and communication skills will be highly valued. We are seeking individuals who can quickly build rapport, effectively address customer needs, and provide accurate, timely information. A key aspect of this role...

  • Customer Service Agent

    5 days ago

    Melbourne, Victoria, Australia Probe CX Full time $45,000 - $65,000 per year

    At Probe CX, expect to think differently, challenge the norm and find your purpose.Join our team as a Customer Service Agent, where your empathy and communication skills will be highly valued. We are seeking individuals who can quickly build rapport, effectively address customer needs, and provide accurate, timely information. A key aspect of this role...

  • Customer Service Agent

    7 days ago

    Melbourne, Australia Hassett People Solutions Full time

    Rapidly-growing scale up organisation - Inner Eastern Suburbs Location with flexible working arrangements - $60-70k + superannuation (dependant on experience) **ABOUT OUR CLIENT AND THE ROLE** Our client is a PE-backed tech product company that's revolutionising its industry through its exciting products and services, powered by AI. As the business is...

  • Virtual Customer Care Agent

    4 weeks ago

    Melbourne, Australia Business Development Full time

    Career Opportunities with UniTrust Financial Group A great place to work. Careers At UniTrust Financial Group Current job opportunities are posted here as they become available. Location: Remote (Work From Home) Schedule: Flexible Hours, Full-Time Only Who We Are At InsuraTec Services Group, we empower individuals and families to secure peace of mind...